General

Do you provide documentation and tutorials?

Yes. Theme documentation and tutorials are publicly available on our website. For further theme support, you can submit a support ticket from your account.

Does the theme include content?

Content does not come with the installation of a theme.

Do you offer hosting for WordPress themes?

Yes. We offer hosting. The WordPress platform is automatically installed upon the purchase of a hosting package. Click here for more info and pricing.

Do you provide a Photoshop file with the theme?

Engage theme’s dynamic framework makes it extremely flexible and therefore, a PSD would not benefit the user.

Support

What kind of support do you provide?

Support is provided via our support page. You may also submit a “Support Ticket.” Questions are generally answered within 24 hours, with the exception of weekends and U.S. holidays. We answer questions related to our themes, their usage and provide minor customization guidance. We cannot guarantee support for questions beyond the code of our themes, which includes plugins and extensive theme customization. In addition, theme documentation and tutorials are available on our site.

How long do I have support access?

Theme support is provided for one year from the purchase date of a theme. If your support subscription has not been canceled, you can renew after one year.

How do I update my theme?

We provide auto theme updates. When you login to your dashboard you will have a notification showing an available Engage Theme update. Just click the update button and your theme will automatically update! Please Note: If you have made any custom changes to the theme code, all changes will be lost. Please make a backup of your existing theme and save it before updating.

Why am I not getting updates and can't access my account?

Your support subscription may have expired. It expires a year from your purchase date if canceled. If your subscription was canceled and you would like access again, you may renew your subscription or purchase another product to regain access.

How do I install the WordPress platform?

You may refer to the instructions on the WordPress site here. We also offer WordPress installation as a part of our theme setup service for an additional fee.

Can you install WordPress and the theme for me?

Yes. This can be accomplished using our theme setup service. We can provide you with our theme setup service which includes the installation of WordPress and your Engage Theme. In addition, we can install demo content, a few helpful plugins, setup page templates, navigation menu, theme options and more.

Why is there an annual support subscription?

RCH Tech Solutions charges an annual subscription fee for ongoing access to support, theme updates and your account. There is no obligation to continue the subscription, and you may cancel at anytime. Canceling the subscription will result in suspended access to your account a year from the purchase date or from the last successful renewal. Note: A support subscription is not to be confused with a theme license. Canceling a support subscription will not affect your theme in any way.

Payments

Can I pay for the theme using cash?

We are unable to accept cash for the purchase of a theme. At this time we accept payments via Credit Card and PayPal. If you’re concerned about entering credit card information online, you can purchase a theme using an eCheck with PayPal. However, the eCheck payment must clear before your theme is delivered, which generally takes 3-5 business days.

Can I get a refund?

We generally do not offer refunds, as there is no way to return a digital product. If you are experiencing any difficulty with the theme, we are more than happy to provide support and resolve the problem. If your circumstance can’t be resolved with support, you are welcome to contact us with an explanation of your situation.

Why was I charged a year after my purchase date?

We offer an annual support subscription for continual access to support, forums, and theme updates. There is no obligation to continue the subscription, and you may cancel at anytime. Canceling the subscription will result in suspended access to your account a year from the purchase date or from the last successful renewal. If you have an issue regarding a subscription renewal, please contact us directly, and we will be happy to answer any questions.

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